Technical Support Engineer

Purpose and Overview

The purpose of this job description is to attract highly qualified candidates for the position of Technical Support Engineer at our growing company. As a Technical Support Engineer, the successful candidate will play a crucial role in providing technical assistance and support to our customers and internal teams. They will be responsible for troubleshooting and resolving technical issues, as well as ensuring customer satisfaction and maintaining strong relationships.

As a Technical Support Engineer, the candidate will be expected to have a strong background in IT infrastructure and possess expertise in various technologies such as Nutanix and Veritas Software. They should also have excellent problem-solving skills and the ability to communicate effectively with both technical and non-technical stakeholders. The ideal candidate will be passionate about technology and possess a customer-centric mindset.

Responsibilities

• Provide technical support and assistance to customers via phone, email, and chat
• Troubleshoot and resolve technical issues related to our products and services
• Collaborate with cross-functional teams to ensure timely resolution of customer issues
• Document and track customer interactions and resolutions in our CRM system
• Conduct root cause analysis of technical issues and provide recommendations for improvement
• Assist in the development and maintenance of technical documentation and knowledge base articles
• Participate in on-call rotation to provide after-hours support as needed
• Stay up-to-date with the latest industry trends and technologies
• Contribute to the continuous improvement of our support processes and procedures
• Deliver exceptional customer service and ensure customer satisfaction

Requirements

• Graduate and above educational qualifications in a relevant field
• 2-4 years of experience in a technical support role
• Strong knowledge of IT infrastructure and technologies such as Nutanix and Veritas Software
• Excellent problem-solving and troubleshooting skills
• Ability to effectively communicate technical concepts to both technical and non-technical stakeholders
• Experience in documenting technical issues and resolutions
• Ability to work independently and collaboratively in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to prioritize and manage multiple tasks and responsibilities
• Customer-centric mindset and a passion for delivering exceptional customer service

Dotcad has built a reputation for providing technology solutions to organisations desirous of leveraging technology for business growth with its high level of expertise, experience and technological alliances. Today Dotcad has a well-established practice around virtualisation, mobility including networking, application delivery, information management (protection & life cycle management) and data centre technologies (Server, Storage and networking). With the widest offering of OPEX solutions : a discussion with us can change the way IT delivers to business.

Businesses are leveraging IT for creating efficiency, flexibility and agility in the operating models. Markets and competitive pressures are forcing business to be able to react with lightning speed and also forcing lines of businesses to remain alert and proactive. These conditions are forcing organisations to change and adapt to these by leveraging information technologies for speedy execution, innovation of business models and for building efficiencies at lower costs. Whether your organisation is into sales and distribution, manufacturing or services, adoption of digital platforms help in redesigning your business and its operating models.. At Dotcad we have been closely working with a wide range of industry leaders over the past three decades and more so now in helping create agile and flexible IT environments to help them innovate, deploy and respond faster.